Issuetrak

Problemnachverfolgungssoftware für Helpdesk und Kundenbetreuung

4,5 /5 (152 Bewertungen) Eine Bewertung verfassen!

Issuetrak Übersicht

Was ist Issuetrak?

IssueTrak ist eine leistungsstarke Software zur Problemverfolgung und zum Business Process Management mit einer 20-jährigen Erfolgsbilanz für Tausende von Unternehmen weltweit in den Bereichen IT, Gesundheitswesen, Finanzen, Gastgewerbe, Behörden, Militär und Non-Profit-Organisationen. Zu den Kunden zählen Ralph Lauren, Pepsi, UPS, Verizon, das US-Verteidigungsministerium und Raytheon.

Mit der Software kannst du basierend auf deinen Vorlieben automatisch neue Probleme zuweisen und Zeit mit vorab ausgefüllten Formularen für wiederkehrende Probleme sparen. Du kannst jedem in deinem Unternehmen Aufgaben zuweisen, neue Aufgaben erstellen oder eine vordefinierte Aufgabengruppe auswählen und einem Problem hinzufügen. Probleme, die per E-Mail eingehen, werden sofort anhand des Inhalts verfolgt und automatisch mit allen nachfolgenden Mitteilungen zugewiesen, die automatisch innerhalb desselben Problems gespeichert sind.

SLAs werden definiert und mit E-Mail-Benachrichtigungen für bevorstehende Fristen überwacht. Leistungskennzahlen werden basierend auf KPIs, die du auswählst, schnell in einem nutzerdefinierten Dashboard angezeigt.

Automatisches Prüfen, Erfassen und Verwalten von Daten über IT-Assets mit Assets, die mit bestimmten Nutzern oder Nutzern mit Assets verknüpft sind. Mit der Asset-Suche oder integrierten Berichten kannst du schnell Elemente finden, Trends erkennen und detaillierte Informationen über deine IT- und Nicht-IT-Ressourcen abrufen.

Issuetrak Übersicht

Kosten

Beginnt ab
100,00 $/Monat

Preisoptionen

Gratis Testen
Einmalige Lizenz
Abonnement
Preis-Leistungs-Verhältnis

Issuetrak Funktionen

Geräte
Unternehmensgröße
K M G
Märkte
Australien, Brasilien, Kanada, Europa, Deutschland und 5 weitere , Indien, Japan, Lateinamerika, Mexiko, Mittlerer Osten und Afrika
Unterstützte Sprachen

Screenshots

Issuetrak Screenshot: Issuetrak Homepage
Issuetrak Screenshot: Issuetrak Homepage Issuetrak Screenshot: Dashboard - IssueTrak Issuetrak Screenshot: Project summary - IssueTrak Issuetrak Screenshot: Submit Issue - IssueTrak

Issuetrak Bewertungen

Issuetrak Bewertungen

Gesamtbewertung
4,5
/
5
Ausgezeichnet
96

Sehr gut
47

Durchschnitt
8

Gering
1

Schlecht
0

Preis-Leistungs-Verhältnis
4,5
Funktionen
4,4
Bedienkomfort
4,4
Kundenbetreuung
4,7
94% haben diese Anwendung empfohlen
Elisabeth H.

Absolutely fantastic issue tracking solution - works great for both staff and customers!!

Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.


Mit Google übersetzen
King L.

IssueTrak has allowed me to document and resolve IT requests in a timely manner.

When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.


Mit Google übersetzen
Justin E.

Horrible for anything but canned actions


Mit Google übersetzen
Chad M.

Maillie Review of cloud base issuetrak - Chad Mohr

Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.


Mit Google übersetzen
Biswa N.

Love to recommend IssueTrak!

Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard ITIL driven application with user-friendly interface to track Issues for your organization or your customers. That's not end of it. It has standard and functionalities like Reports, Asset Management, Quick pick and Recurring Issues etc. which will make your life easier. It's not an high-end application though I guess small or mid sized organization will find it suitable. The best thing I like about IssueTrak that it captures labor hours of users, at each transaction, at each updates, at the end of day you can create a report and calculate how many hours you or your team had spent in a work or issues or projects etc. Isn't that interesting? I would love to recommend to anyone. Thanks IssueTrak!


Mit Google übersetzen
Elisabeth H.
Branche: Computer-Software
Untern. Größe: 13-50 Mitarbeiter
Übersetzen auf: Deutsch

Absolutely fantastic issue tracking solution - works great for both staff and customers!!

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 3.5.2019
Quelle der Bewertung: Capterra

Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.

Vorteile

Issuetrack is great. It works right out of the box but also has tons of customization available. It's one of those rare solutions that your internal team will like as much as your customers do.
- customers can login to see all their issues
- great email rules you can customize to how your team works and what your customers want
- nice set of reports already on board
- VERY nice work flows (once we saw these, we used them for EVERYTHING)
- If I could rate their own support team higher than a 10, I would. I manage our company's support team, and the Issuetrack support team is my model for how support should treat their customers.

Nachteile

Actually nothing. I love it. Our leaving was a cost saving measure (we are using a free product now) and I miss Issuetrak EVERY DAY.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

King L.
Branche: Informationstechnologie & -dienste
Untern. Größe: 501-1.000 Mitarbeiter
Übersetzen auf: Deutsch

IssueTrak has allowed me to document and resolve IT requests in a timely manner.

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 9.11.2017
Quelle der Bewertung: Capterra

When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.

Vorteile

The customization that IssueTrak offers has allowed me to create a "user friendly" software for my end users to submit issue requests. It gives me options to create forms that makes sense to what end users are requesting assistance with. The "quick pick" options allows the user to submit requests just as fast and quickly as sending out an email or calling for assistance. I also like the "Menu Option" that allows me to add internal web applications that our end users use on a daily basis. This allows end users to use IssueTrak as a centralized hub to access internal company files, applications, etc.

Nachteile

Ability to add more than one column on the "submit " page -- This will allow for seeing the whole screen instead of scrolling down. I have used IssueTrak's User Voice feedback website to make suggestions, but it doesn't seem like any of these suggestions are taken into consideration. I've seen many great suggestions submitted 1-2 years ago by other IssueTrak customers and users only to see a feedback of "Received (Under Review)" Please allow or give us the option to add more columns to the submit page. In my opinion it has a very organized and clean look to the interface. The Menu Option is a great feature, but it would be great if we can have certain sites that only a particular group or user can only see. For example, sites that will pertain to certain departments, Human Resource, I.T., Maintenance, etc. As of right now, any department or group can see these sites set up in IssueTrak. Give us the ability to restrict the sites to certain groups.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 10.0/10

Justin E.
Branche: Unternehmensberatung
Übersetzen auf: Deutsch

Horrible for anything but canned actions

Bewertet am 30.9.2015
Quelle der Bewertung: SoftwareAdvice

Vorteile

Small footprint on server and runs on Windows. We didn't have to install some appliance or other modified Linux variation to get the software up and running. Able to leverage our existing SQL and IIS servers when needed.

Nachteile

Functionality, they claim it is highly flexible and has workflow but there is no logic short of a yes no response system. The flexibility for any department outside of a single use is frustrating and process automation only really sends notifications there is no automation but instead reporting of when you completed something. Simple workflow related tasks are non-existent such as creating a new issue to handle a flow item, this causes you to have to try and include all outcomes for a workflow item.

Verteilung der Bewertung

Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 3.0/10

Chad M.
Übersetzen auf: Deutsch

Maillie Review of cloud base issuetrak - Chad Mohr

Bewertet am 16.3.2015
Quelle der Bewertung: Capterra

Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.

Übersetzen auf: Deutsch

Antwort von Issuetrak

Chad, Great product review. Regarding the request to have IssueTrak automatically suggest a KB solution....I've seen that functionality demonstrated in a recent developers meeting. Just saying.... Customer feedback really does help define the product. Thanks again, Tony

Verteilung der Bewertung

Bedienkomfort
Kundenbetreuung

Biswa N.
Branche: Computer-Software
Untern. Größe: 501-1.000 Mitarbeiter
Übersetzen auf: Deutsch

Love to recommend IssueTrak!

Täglich für Mehr als 2 Jahre genutzt
Bewertet am 2.11.2016
Quelle der Bewertung: Capterra

Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard ITIL driven application with user-friendly interface to track Issues for your organization or your customers. That's not end of it. It has standard and functionalities like Reports, Asset Management, Quick pick and Recurring Issues etc. which will make your life easier. It's not an high-end application though I guess small or mid sized organization will find it suitable. The best thing I like about IssueTrak that it captures labor hours of users, at each transaction, at each updates, at the end of day you can create a report and calculate how many hours you or your team had spent in a work or issues or projects etc. Isn't that interesting? I would love to recommend to anyone. Thanks IssueTrak!

Vorteile

Quick pick, Recurring Issues, Reports, Note captures Labor hours.

Nachteile

It's slow.
Email notification setup gets bug sometimes.
It lacks in connecting different modules like Organization, Users and Issue Type. Like you can not see what are the issue types supported by the organization if you are at the organization page. You can not add/remove groups from user if you are at the user page.

Verteilung der Bewertung

Preis-Leistungs-Verhältnis
Bedienkomfort
Kundenbetreuung

Weiterempfehlungsquote: 9.0/10

Nutzerempfehlung
8,9/10
Basierend auf 152 Benutzerbewertungen
Vergleiche Nutzerempfehlungen mit Alternativen
Mit Alternativen vergleichen

Issuetrak Preis

Issuetrak Preis

Beginnt ab
100,00 $/Monat
Gratis Testen
Einmalige Lizenz
Abonnement
Preis-Leistungs-Verhältnis
Preis-Leistungs-Verhältnis
4,5/5
Basierend auf 152 Benutzerbewertungen
Vergleiche das Preis-Leistungs-Verhältnis mit Alternativen
Mit Alternativen vergleichen

Issuetrak Funktionen

Issuetrak Funktionen

API
Aktivitäts-Dashboard
Automatische Benachrichtigungen
Berichterstattung und Statistik
CRM-Integration
Chat
E-Mail-Integration
Echtzeitüberwachung
Integration von Dritten
Kundenspezifisches Branding
Mehrsprachig
Multi-Channel-Kommunikation
Social-Media-Integration
Sofortnachrichten
Supportticket-Management
Umfragen & Feedback
Warnungen / Eskalation
Wissensbasis-Management
Workflow-Management
Überwachung
Funktionen
4,4/5
Basierend auf 152 Benutzerbewertungen
Vergleiche Funktionen mit Alternativen
Mit Alternativen vergleichen

Kategorien

Issuetrak Häufig gestellte Fragen

Issuetrak Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Issuetrak.

F. Welche Preispläne bietet Issuetrak an?

Issuetrak bietet folgende Kostenpläne an:

Beginnt ab: 100,00 $/Monat

Preismodell: Einmalige Lizenz, Abonnement

Gratis Testen: Verfügbar

F. Was sind die Hauptfunktionen von Issuetrak?

Wir haben keine Informationen über die Funktionen von Issuetrak

F. Wer sind die typischen Nutzer von Issuetrak?

Issuetrak hat die folgenden typischen Kunden:

Mittlere Unternehmen, Non-Profit, Öffentliche Verwaltung, Kleine Unternehmen

F: Welche Sprachen werden von Issuetrak unterstützt?

Wir haben keine Informationen darüber, welche Sprachen Issuetrak unterstützt

F. Welche Preispläne bietet Issuetrak an?

Issuetrak hat folgende Preismodelle:

Einmalige Lizenz, Abonnement

F. Unterstützt Issuetrak mobile Geräte?

Wir haben keine Informationen darüber, welche Geräte Issuetrak unterstützt

F. Mit welchen anderen Applikationen integriert Issuetrak?

Wir haben keine Informationen darüber, welche Integrationen Issuetrak hat

F. Welche Varianten der Kundenbetreuung bietet Issuetrak an?

Issuetrak bietet folgende Optionen für Kundensupport:

Häufig gestellte Fragen, Forum, Wissensdatenbank, Online-Support, Telefon-Support, Video-Anleitungen